ITIL best practices describe a methodology to be implemented in institutions that want to improve the service provided by the IT area, with the design of a clear, efficient and effective management structure requirements and incidents, which are necessary to achieve the objectives the institution, in this case the Guayaquil University -based Salesian University. Research and analysis in the thesis concludes with a proposal for implementation of ITIL v3 for IT department with the objective of this project is considered by the Directors of the Guayaquil University -based Salesian University for putting it later in production with advice from a specialist kind of company.